Location visit detail services for wireless devices

ABSTRACT

A location visit detail service, typically provided by a wireless carrier to a subscriber, includes a portable wireless device, a location identification means and a central processor. The central processor periodically receives location data generated by the location identification means. The central processor data transforms the location data into time and position data pairs that identify the location of the portable wireless device at a particular time. Through a geographic information system database, the position data is converted to street address data. The details data is provided by the wireless carrier to the subscriber, which can use the details data to provide a summary report describing the activity of the service person. This summary report can be used for preparation of bills or for gathering statistics on (individual or group) service person efficiency. Alternatively, the wireless carrier can prepare the report that is then transmitted to the subscriber.

FIELD OF THE INVENTION

The present invention relates to methods and apparatus for confirmingvisits by service personnel carrying wireless devices to predeterminedlocations, including the gathering of data describing those visits.

BACKGROUND OF THE INVENTION

It is common for business organizations providing services to customersto have a large number of service persons who undertake on-site visitsfor deliveries, repairs, installations, maintenance, and related servicetasks. A wide range of businesses provide such on-site services,including computer manufacturers/retailers, appliancemanufacturers/retailers/repairers, car detailers, cable companies,telephone companies, carpet installers and cleaners, and so forth. Thelist continues to grow as providing quality service increasingly becomesthe touchstone for competing effectively in the marketplace for manybusinesses.

Typically, each individual providing on-site visits (“service person”)is provided a list of sites to visit and, perhaps, a description of whatservice is to be provided (e.g., install a second cable box). Theservice person may also be provided with a tentative appointment time orwindow (e.g., 2:30 p.m. or anytime between 1:00-5:00 p.m.). The serviceperson then travels by car or van to each site to provide the neededservice.

Typically, the service person will have a cellular phone and/or pagerdevice so that he/she can periodically check in with, or receive callsfrom, the home office. For example, after each scheduled site isvisited, the service person may call in to confirm that the site visitis complete and to report that the service person is proceeding to thenext scheduled site. The service person may also call in the amount oftime spent at the site so that a bill can be prepared. Alternatively,the service person may fill out an invoice form on-site so that it canbe handed to the customer. The service person will return to the homeoffice with copies of those invoices at the end of the day.

Unfortunately, there are a number of significant drawbacks to theconventional approach for providing on-site services. For example, thehome office has no immediate avenue for confirming that a scheduled sitevisit actually took place. Instead, the home office must largely dependon the professionalism and honesty of the service person who confirms,explicitly or implicitly, that each site visit actually was made.

Sometimes missed appointments may be discovered through customercomplaints, but this is not completely effective (and serviceorganizations' goal is to avoid customer complaints, of course).Especially in the case where visits are not accompanied by a charge, itis not uncommon for a customer to ignore a no-show or simply forget tolodge a complaint. For example, it is not uncommon for cable servicepersons to miss appointments without repercussions. In fact, a customermay not even be present at the site (e.g., the customer may be absentbecause he/she is at work). A more troubling scenario would be aelectrical meter reader who skips visits and makes up a nominal readingfor the resident. The missed visits and accompanying fraud might not bedetected for a long period of time.

Even if a customer eventually complains about a service person missingappointments, a significant period of time may pass before the problemis identified. During that period, there may be a significant loss ofcustomer goodwill as a result. This is a significant drawback.

In sum, there are significant drawbacks to existing approaches forconfirming site visits by service personnel.

Moreover, conventional approaches to ascertaining the details of a visithave significant drawbacks. For example, the time spent at a site may beimportant for purposes of billing and for purposes of determiningservice efficiency. According to the conventional approach, determiningthe time spent depends largely on the good (and accurate) word of theservice person. As before, customer complaints provide one avenue foridentifying fraud or inaccuracy; however, as discussed above, this canbe an inefficient mechanism for identifying problems. This is especiallythe case when the customer is not present or when the visit is not a payvisit. Accordingly, present approaches to identifying the details of asite visit have significant drawbacks.

Finally, present approaches to confirming site visits and gathering sitevisit details (such as time spent) do not facilitate the gathering ofglobal statistics. Present approaches provide for confirmation anddetail data to be gathered in a largely manual, non-automated, andsomewhat haphazard manner. Accordingly, aggregating and processing thisdata to determine overall service levels and efficiencies is not astraightforward process. For large service providers in extremelycompetitive markets, or for service providers with extremely narrowprofit margins, this is a significant disadvantage.

SUMMARY OF THE INVENTION

The present invention is a location visit confirmation service,typically provided by a wireless carrier to a subscriber. The locationvisit confirmation system includes a portable wireless device, aschedule of predetermined sites, a location identification means (suchas a GPS unit on the portable wireless device) and a central processor.The central processor periodically receives location data generated bythe location identification means that describes the location of theportable wireless device. The central processor compares a positionbased on the location data to the schedule of predetermined sites. Usinga threshold based on distance, or distance and time, it is determinedwhether a service person completed a visit to one of the sites in theschedule. At the end of the site visit confirmation evaluation period, asummary report is generated that confirms those scheduled site visitsthat were completed. The summary report is provided by the wirelesscarrier to the subscriber.

The advantages of the present invention are numerous. The inventiongenerally discourages unethical behavior by employees. The locationvisit confirmation service permits a subscriber to confirm scheduledsite visits in an accurate manner. An additional advantage is that theconfirmation is largely automated and, accordingly, places little burdenon the subscriber home office, the service person, or the customer.Finally, the location visit confirmation service enables theidentification of missed appointments and the identification of problememployees without depending on customer complaints. Because problems canbe addressed before customer complaints are lodged, the presentinvention can mitigate the loss of goodwill that sometimes accompaniesmissed appointments. Other benefits and advantages exist.

Accordingly, an object of the invention is to provide a locationconfirmation service that confirms scheduled site visits in an accuratemanner.

Another object of the invention is to provide a location confirmationservice that confirms scheduled site visits in a largely automatedfashion.

Another object of the invention is to provide a location confirmationservice that permits identification of missed appointments withoutdepending on customer complaints.

These and other objects of the present invention are described ingreater detail in the following description of the invention, theappended drawings, and the attached claims.

BRIEF DESCRIPTION OF THE DRAWINGS

FIG. 1 provides a block diagram for a system for confirming site visitsand providing site visit details according to an embodiment of theinvention.

FIG. 2 provides an example of a schedule that might be input into thesystem for confirming site visits.

FIG. 3 provides an example of a site visit summary report that could beprepared based on the processing of the schedule and locationinformation acquired regarding the position of a portable wirelessdevice.

FIG. 4 is an exemplary flow diagram according to an embodiment of theinvention for providing site visit confirmation.

FIG. 5 is an exemplary service person track report according to anembodiment of the invention.

FIG. 6 is an exemplary flow diagram according to an embodiment of theinvention for providing site visit details.

DETAILED DESCRIPTION OF THE INVENTION

FIG. 1 is a block diagram, according to an embodiment of the invention,for a system that confirms site visits and/or that provides site visitdetails. By way of overview, referring to lines A and B, those elementsto the left of line A relate to a subscriber of the service, which maybe provided by a wireless carrier, as indicated by the elements betweenA and B. The area in FIG. 1 to the right of line B relates to theconventional telephone network, sometimes referred to as the Plain OldTelephone System or “POTS.”

Beginning with the area to the left of line A, subscriber 185 is asubscriber who wishes to receive site visit confirmations and/or sitevisit details. Subscriber 185 may be a cable service, carpetcleaner/installer, car detailer, phone company, or any other entitywhich employs service personnel who visit predetermined sites to delivera product or provide a service. Accordingly, during a business daysubscriber 185 will send one or more service persons equipped withportable wireless devices 180 out into the field to make thepredetermined site visits.

The portable wireless devices 180 could be any two-way device thatpermits the position of the device to be localized using one of severallocalization technologies, to be discussed below. Accordingly, portablewireless device 180 could be a cellular phone, a two-way pager, apersonal data assistant (PDA), or other two-way transceiver type devicethat is portable and that permits localization. While portable wirelessdevice 180 is preferably handheld, it could alternatively be installedin a vehicle.

Portable wireless device (PWD) 180 interfaces with cellular network 100,which could be a digital or analog system. Both digital and analogcellular systems are well known in the art, including the particulartypes of cellular systems such as TDMA (time division multiple access)systems, CDMA (code division multiple access) systems, FDMA (frequencydivision multiple access) systems, GSM (global system for mobilecommunications), and so forth.

Cellular network 100 typically includes a number of cell sites 135(sometimes referred to as base stations) having cell transceivers 140.Transmissions by portable wireless device 180 are generally received bythe most proximate transceiver 140, which forwards the transmission tomobile telephone switching office (MTSO) 130. In reciprocal fashion,transmissions by other cellular phones, or from phones in the POTSsystem, are transmitted from MTSO 130 to the most proximate transceiver140, which forwards the transmissions on to PWD 180. As PWD 180 moves,or as the signal strength becomes stronger at a new cell site 135, thecall may be handed off from a first cell site 135 to a second cell site135 without an audibly noticeable effect on the call.

It should be noted while MTSO 130 routes the call through a particularcell site 135 (because it is the cell site most proximate to the PWD180), a number of other cell sites 135 may also be receiving signalsfrom PWD 180. For example, a PWD 180 in the center of cell site CS1 135normally has its call routed through that cell site's transceiver 140.However, a number of other cell sites 135 may also be receiving thetransmission of PWD 180, albeit at a diminished signal strength.Accordingly, cell sites CS2, CS3, CS4 and CS5 135 may also be receivinga signal from the PWD 180 located in the center of CS1 135. Thisattribute of cellular network 100 is important to certain localizationtechniques, as discussed below.

MTSO 130 interfaces with the POTS telephone system for both regularcalls and emergency calls. For a regular call, MTSO 130 interfaces withlocal exchange carriers (LECs) and interexchange carriers (IXCs) inorder to complete local and long distance calls to a called party 10.The hierarchy of switching offices (e.g., classes 1-5 for a regionaloffice down to an end office) and switching control techniques (e.g.,CCIS or Common Channel Interoffice Signaling [SS7]) that may be involvedin completing these calls are well understood in the art.

For emergency calls, MTSO 130 interfaces with an emergency servicesrouter (ESR) 115 in order to route an emergency (911) call to the properpublic service answering point (PSAP) 120. PSAPs 120 are generallypublic emergency call centers, although some may be privately maintainedcall centers, such as might exist at a security office on a campus.Although not depicted in FIG. 1, in many cases MTSO 130 routes bothregular and emergency calls to PSTN 105, which functions as ESR 115 forrouting of the emergency calls.

When a 911-type call is made from a wire line phone, the emergency callrouting system has readily available information for determining thecorrect PSAP 120 to which the call should be routed. For example, thecalling number can be identified using automatic number identification(ANI) and then the calling number can be correlated to the closest PSAP120. Usually a database, such as automatic location identification (ALI)database 125, is accessed by PSAP 120 to identify a street addresscorresponding to the calling number.

However, when a 911-type call is made from a portable wireless device180, special problems arise. Even if the cellular calling number (e.g.,the mobile identification number [MIN] and/or electronic security number[ESN]) and a billing address can be identified, this information is oflittle benefit. This is because the device is portable and neither theMIN nor the billing address indicates the location of the PWD 180 atthat moment. Accordingly, the POTS emergency system does not know where(i.e., to what PSAP 120) to route the call, nor does the emergencysystem know where (i.e., to what street address) to direct emergencypersonnel such as the police or an ambulance.

The Federal Communications Commission (FCC) has issued a series oforders addressing this issue. These orders mandate that wirelessproviders begin supplying location information to PSAPs in order tosupport an enhanced 911 (known as “E911”) capability for portablewireless devices. According to the FCC mandate, wireless providers mustprovide a Phase I capability in 2000, followed by a more robust Phase IIcapability in 20001. For the interested reader, the FCC orders can befound at the web siteswww.fcc.gov/Bureaus/Wireless/Orders/1996/fcc96264.txt andwww.fcc.gov/Bureaus/Wireless/Orders/1999/fcc99245.txt.

The Phase I capability requires that wireless providers provide ANIinformation (calling number of PWD), as well as general locationinformation. The general location information would locate the PWD towithin a cell site or cell sector.

In Phase II, the wireless providers must provide specific locationinformation. Recognizing that localization techniques may benetwork-based or handheld-based (discussed below), the Phase IIlocalization accuracy requirements are broken out accordingly. Fornetwork-based localization solutions, the accuracy must be at leastwithin 125 m at a one standard deviation probability (67%) and at leastwithin 300 m at two standard deviations (95%). For handheld localizationsolutions, the accuracy must be at least within 50 m at one standarddeviation and at least within 150 m at two standard deviations.

As a result of the FCC orders for E911, a number of specific techniquesfor localizing PWDs have been developed and tested. Network-basedsolutions include TDOA (time difference of arrival), AOA (angle ofarrival), TDOA/AOA in combination, and LPM (location pattern matching).The selection of hardware and coding of algorithms to implement theseknown techniques for a particular wireless carrier is well within theskill of the ordinary artisan.

TDOA localization relies on the fact that a signal transmitted by a PWDis typically received at multiple cell site transceivers 140 at slightlydifferent times. If the signal is received at three cell sitetransceivers 140, the differential timing information can be used tocompute a latitude/longitude for the PWD 180. Accordingly, referring toFIG. 1, the differential timing information may be sent from MTSO 130 tolocation system 155, which computes a latitude/longitude (or CartesianX-Y) solution based on the differential timing information. In an E911application, the latitude-longitude (or X-Y) pair is transmitted to ALIdB 125 so that it can be accessed by PSAP 120 for directing emergencypersonnel. In so doing, ESR 115 or PSAP 120 may access a street addressdatabase (not shown), such as a geographic information system (GIS)database, in order to convert the latitude-longitude (X-Y) pair to astreet address.

AOA localization relies on the fact that a signal transmitted by a PWD180 is typically received at different angles at multiple cell sitetransceivers 140. Using direction-finding (compass) circuitry at cellsites 135, the angle of arrival is computed at the cell sitetransceivers 140 receiving the signal. By processing the angles ofarrival, a latitude and longitude can be computed by location system 155for PWD 180. Accordingly, referring to FIG. 1, the angle of arrivalinformation may be sent from MTSO 130 to location system 155, whichcomputes a latitude/longitude (or Cartesian X-Y) solution based on theangle information. In an E911 application, the latitude-longitude (orX-Y) pair is transmitted to ALI dB 125 so that it can be accessed byPSAP 120.

TDOA/AOA is a combined approach that relies on a synthesis of the TDOAand AOA techniques. In this approach, coordinate pairs may be computedfor both the TDOA and AOA techniques. The two coordinate pairs may thenbe averaged or otherwise combined. On the other hand, this approach mayprovide for selecting one or the other technique in some circumstances.For example, the TDOA technique requires that the signal be received ata minimum of three cell site transceivers 140. If the signal is receivedat only two cell site transceivers, the AOA technique can be usedbecause a position may be computed based on two angles of arrival.Referring to FIG. 1, the combined approach could be implemented by MTSO130 passing the timing and angle information to location 155, whichcomputes the coordinate pair solution. The coordinate pair is passed toALI dB 125 so that PSAP 120 can direct emergency personnel as previouslydiscussed.

The location pattern matching (LPM) technique has been proposed forurban environments in which tall buildings and other obstructions causesignal reflection and multipath phenomena. In LPM, the signal of PWD 180is received at multiple CS transceivers 140. The acoustic component ofthe signal is then analyzed and compared to a database of signalcharacteristics. The processing and database comparison permit signalanomalies such as multipath and echoes to be used to localize PWD 180.For E911, the resulting coordinate pair is sent to ALI dB 125 and callrouting to PSAP 120 occurs as before.

Turning to handheld localization, the most promising technique relies onthe global positioning system (GPS). The well-known GPS localizationtechnique relies on a constellation of satellites that transmit positionand timing information that can be received by a GPS receiver. If theGPS receiver can receive transmissions from four satellites, a GPSlocalization fix can be calculated by computing the range from the GPSreceiver to each satellite. In the GPS implementation for E911, each PWD180 includes a GPS receiver for receiving GPS satellite signals.

In one embodiment, the GPS receiver in the PWD 180 includes the GPSprocessing for computing the latitude/longitude pair, which can betransmitted to MTSO 130. In this embodiment, location system 155 couldbe eliminated because the localization computation is performed at PWD180. Accordingly, the coordinate pair could be collected at MTSO 130 andforwarded on to ALI dB 125.

In another embodiment, the GPS receiver in PWD 180 might not include theGPS processing algorithm. Instead, the raw GPS data may be collected atMTSO 130 and forwarded on path 150 to location system 155. Locationsystem 155 performs the GPS computation to generate a latitude/longitudepair that is sent to ALI dB 125.

The block diagram of FIG. 1 is functional in nature and is, therefore,but one example of how the overall system architecture may be designed.In particular, MTSO 130 and location system 155 are shown in FIG. 1 toclearly illustrate the mobile switching operation of the one andlocalization operation of the other. However, MTSO 130 and locationsystem 155 could easily be combined or further subdivided. For example,the localization processing performed by location system 155 couldalternatively be performed by and integrated into MTSO 130.

In an alternative embodiment of the system of FIG. 1, some or all of thecomponents related to the cellular network 100 (in the area betweenlines A and B) and the Public Switched Telephone Network (PSTN, in thearea to the right of line B) might be excluded. This embodiment couldrely on any wireless technology permitting communication among portabledevices outside of the cellular network and PSTN, such as the well-known“Bluetooth” technology.

Bluetooth provides a standard protocol for synchronizing data exchangedbetween a wide variety of devices, including smart phones, smart pagers,handheld PC's, desktop computers, mobile computers, and so forth.Bluetooth uses an unlicensed portion of the frequency spectrum toprovide a short-range wireless link among such devices. Bluetooth can beimplemented with chips having two-way transmitters that are integratedinto the device. Bluetooth has been heralded for making possible thefusion of the Internet, mobile telephony, and mobile computing.

Referring to FIG. 1, in the alternative embodiment a technology such asBluetooth could be used by subscriber 185 to set up a so-called“Wireless LAN” (WLAN) or “Personal Area Network” (PAN). PWDs 180 couldbe portable wireless devices that are Bluetooth-enabled. TheseBluetooth-enabled PWDs 180 might be carried by service persons. TheseBluetooth-enabled PWDs 180 could communicate with anotherBluetooth-enabled device, for example, a remote processor 99 (not shown)replacing cellular network 100. Remote processor 99 could be a personalcomputer, laptop, or other portable device that would forward collecteddata for further processing. Remote processor 99 could be located in avan in the field. In this embodiment, subscriber 185 would not have torely on a wireless carrier to provide localization services. Locationsystem 155 and central processor 165 could be provided by subscriber 185or a third party.

In the alternative embodiment described above, it is preferable thatlocalization be performed using a handheld (e.g., GPS) localizationtechnique. If subscriber 185 operates a WLAN or PAN outside of thecellular system, network-based localization techniques may not beavailable.

In a variation of this alternative embodiment, the remote processor 99with which Bluetooth-enabled PWDs 180 communicate could be disposedbetween PWDs 180 and cellular network 100. In this variation,Bluetooth-enabled PWDs 180 would transmit data to remote processor 99over a Bluetooth frequency. The remote processor 99 could then downloadthe data using any available means (e.g., an e-mail or file overcellular network 100).

The exemplary E911 localization techniques described previously inconnection with FIG. 1, or any other localization techniques, can beused for providing site visit confirmation services and for providingsite visit details services. Other customized services could beprovided. As shown in FIG. 1, a schedule of predetermined sites 175 tobe visited by a service person is input to central processor 165. Thecontent of schedule 175 originates with subscriber 185.

In one embodiment, subscriber 185 provides the plurality ofpredetermined sites in the form of street addresses and/or phonenumbers. Central processor 165 then converts the street addresses and/orphone numbers (by looking up a corresponding street address using adatabase) to latitude/longitude (or X-Y) pairs. Central processor 165may do this by accessing street address conversion database 160, whichmay comprise a geographic information system (GIS) database, well knownin the art.

In an alternative embodiment, subscriber 185 may provide thepredetermined sites already in the form of latitude/longitude (or X-Y)pairs so that the provider of the confirmation service need not performthe conversion. It should also be noted that the content of schedule 175may be transmitted by subscriber 185 to central processor 165 via papermail, facsimile, e-mail, the Internet, or any other suitable means.

FIG. 2 provides an exemplary schedule 175 for the predetermined sitesthat a service person is scheduled to visit. As suggested above,schedule 175 could be generated by subscriber 185 completing a Web pageover the Internet. Schedule 175 in FIG. 2 is exemplary. Other formatsfor schedule 175 could easily be employed.

At the top of schedule 175 is a header identifying the subscriber name(“XYZ Corp.”) 215. A date window 220 is provided identifying the date(“Mar. 15, 2001”) for when the service person is to make the visits. Alist of site visits 225 is provided. The appointment time is provided inexpected time 230. Expected time 230 is depicted in military time, butcould easily be provided in conventional a.m./p.m. format. The streetaddress is provided in street address window 235. Street address window235 could easily provide city and/or state and/or zip code informationfor subscribers servicing multiple cities and/or multiple states.Finally, the coordinate pairs corresponding to the street addresses areprovided in coordinate pair window 240.

Coordinate pairs 240 are depicted in longitude/latitude format, althoughthey could alternatively be provided in an X-Y Cartesian format.Moreover, as discussed above, subscriber 185 could provide thesecoordinate pairs or, alternatively, they could be generated by thewireless carrier by accessing a street address conversion database 160.

Returning to FIG. 1, central processor 165 also receives location datafrom location system 155. This location data, which may be calculatedusing any of the techniques described above (TDOA, AOA, TDOA/AOA, GPS,etc.), characterizes the location of a particular PWD 180 carried by theservice person. This location data may be acquired by location system155 on a periodic basis having a period such as: 5 minutes; 10 minutes;15 minutes; 20 minutes; 30 minutes; 40 minutes; 45 minutes; 50 minutes;or 60 minutes. Other values for the period could be selected.Alternatively, a location prediction algorithm might be employed thatpredicts when PWD 180 is approaching or near a predetermined site basedon past location data values and, possibly, computed velocity.Accordingly, rather than acquiring location data at a fixed periodicrate, location system 155 would time its acquisition based on whetherPWD 180 is predicted to be near a predetermined site. The coding of sucha prediction algorithm is also well within the skill of the ordinaryartisan.

Wireless carriers employing a network-based localization technique mayhave to cause PWD 180 to transmit so the location data can be acquired.Recall that the TDOA, AOA, TDOA/AOA, LPM techniques rely on atransmission being received by transceivers 140 from PWD 180. In theE911 context, PWD 180 is by definition transmitting (a 911 call is beingmade). The collection of raw localization data at MTSO 130 andsubsequent processing by location system 155 can be triggered by the 911called number. In the context of the present location visit confirmationservice, PWD 180 may be caused to transmit so that it can be localized.

One approach would be to require the service person to dial into anumber for some period before, during, and after a site visit. Forexample, the service person might be required to begin the call 15minutes before the site visit and end the call 15 minutes thereafter.Another solution would be to require the service person to make such acall on a more or less regular basis, such as every 5-10 minutes. Ineither case, the call might be made to a special number in cellularnetwork 100 or some other number that would cause MTSO 130 and locationsystem 155 to commence their data acquisition and processing operations.In other words, the called number could function as a trigger for MTSO130 and location system 155 to commence their respective operationsrelated to localization.

A more satisfactory approach would be to equip PWD 180 with a timer thatcauses it to transmit automatically. Either subscriber 185 or cellularnetwork 100 could load schedule data or issue commands that cause PWD180 to transmit at the appointed times.

If the wireless carrier employs a handheld localization technique, suchas GPS, the above issue still exists. PWD 180 may receive the GPStransmissions and perform the GPS computation to calculate thecoordinate pair on a regular basis. However, until PWD 180 initiates atransmission to cell site 140/MTSO 130, the coordinate pair isunavailable to central processor 165. The solutions discussed in theabove paragraph could be employed to address this issue in a GPS-basedlocalization scheme.

Another approach is the reverse of what has been suggested. Rather thanhaving PWD 180 “push” coordinates to cellular network 100, cellularnetwork 100 can “pull” the information from PWD 180. For example,cellular network 100 may initiate a call to PWD 180. Once the connectionis made, PWD 180, of course, will be transmitting. In this approach,central processor 165 would pull from PWD 180 at the appropriate timesbased on the periodic polling or the prediction algorithm pollingdescribed above.

One advantage of having a special number (or numbers) dedicated forobtaining the location of PWD 180 is that the special number(s) can beused as a cue or control signal for MTSO 130 and location system 155 tocommence their operations related to localization. This may beespecially beneficial where the wireless carrier relies on serviceperson-initiated polling. For example, special numbers 919-555-5500through 919-555-6000 might be dedicated for localization operationsrelated to the site visit confirmation service. Concurrently, the 911number is dedicated to emergency services. When it detects a 911 callednumber, MTSO 130 acquires location data to be forwarded to locationsystem 155 for processing, the result of which is forwarded to ALI dB125 for use by the emergency system. When it detects a site visitconfirmation service called number (919-555-5000 through 919-555-6000),MTSO 130 acquires location data to be forwarded to location system 155for processing, the result of which is forwarded to central processor165 for use by the site visit confirmation system.

Whether transmission by PWD 180 is initiated by the service person or bycentral processor 165, the calling number (MIN and/or ESN) of PWD 180should be made available to central processor 165 so that the specificPWD 180 can be identified. Accordingly, schedule 175 of FIG. 1 and theexemplary schedule of FIG. 2 may include this calling number.

Returning to FIG. 1, the coordinate pairs of the location datadescribing the position of PWD 180 are received by central processor 165from location system 155. Central processor 165 then compares thecoordinate pairs of PWD 180 to the coordinate pairs 240 of thepredetermined sites in the schedule. The comparison may comprise adistance computation. For example, the coordinate pair describing theposition of PWD 180 is La, Lb. The distance between position La, Lb andposition L1, L2 of a predetermined site 240 can now be computed. Thedistance between La, Lb and the positions corresponding to the otherpredetermined sites 240 (L3, L4; L5, L6; . . . L13, L14) can also becomputed. If the distance between position La, Lb and the coordinates ofone of predetermined visit sites is less than a distance threshold(e.g., 100 m), central processor 165 determines that the predeterminedsite visit was made. In other words, a confirmation is made by thewireless carrier.

It should be noted that the above determination may also consider timeas a variable in two respects. First, central processor 165 might notcompare a coordinate pair La, Lb of PWD 180 to every predetermined sitein schedule 175, as was suggested above. Instead, central processor 165may make the comparison only to predetermined sites having an expectedtime 230 (FIG. 2) that falls within a window of the present time. Forexample, assume that a time window of three hours (i.e., 1.5 hoursbefore and 1.5 hours after the present time) is employed. Thus, if theposition La, Lb of PWD 180 is received at 1100 hours (11:00 a.m.), onlypredetermined sites having an expected time between 0930-1230 (9:30a.m.-12:30 p.m.) are considered. Thus, the distance computation andthreshold comparison would be made only for site 2 through site 4 onFIG. 2.

The second regard in which time can be considered relates to how long aservice person is present at a predetermined site. Central processor 165might require that PWD 180 be present at the site (i.e., the computeddistance is less than the distance threshold) for a period of timeexceeding a time threshold (e.g., 15 minutes or 30 minutes). If PWD 180is computed to be at the site for a time period less than the timethreshold, it can be assumed that the service person merely passed by oronly stopped momentarily without completing the service call.

Once the monitoring of the service person by the wireless carrier iscomplete, data describing the comparisons is saved by central processor165. This data may be transmitted (via paper mail, e-mail, the Internet,etc.) under the control of central processor 165 to subscriber 185 sothat subscriber 185 can prepare an appropriate visit confirmationreport. Alternatively, report generator module 170 can access this datafrom central processor 165 in order to format a summary report to beforwarded (via paper mail, e-mail, the Internet, etc.) to subscriber185.

FIG. 3 provides an exemplary visit confirmation summary report. Datawindows 310-340, which are similar to data windows 215-240 of FIG. 2,include title window 310, date window 315, site visit list 320, siteaddress list 325, site position list 330, and expected time 340. Visitconfirmation window 345 indicates whether central processor 165confirmed a site visit for each of the sites in schedule 175. Timewindow 350 indicates the time the confirmation was made. In analternative embodiment, time window 350 might provide the length of timethat PWD 180 was determined to be present at the site. For example, theentry in window 350 for site 1 might be 0817-0832.

The flow diagram of FIG. 4 illustrates a method according to anembodiment of the invention for confirming site visits. Portablewireless devices are provided, as in 400. A schedule of sites isprovided as in 402. As previously discussed, the coordinate pairs forthe sites may be converted from street addresses by the wireless carrieror by the subscriber. Next, location data is acquired, as in step 404.As previously discussed, the location data may be acquired using a TDOAcomputation, as in step 406; a AOA computation, as in step 408; aTDOA/AOA computation, as in step 410; an LPM computation, as in step414; or a GPS computation, as in step 416. Other localization techniquescould be employed. The output of the acquire location data step 404 is acoordinate pair LaLb 420 (or it could be an X-Y pair, as previouslydiscussed).

According to 418, central processor 165 compares the location data tothe schedule data. The comparison of location data to schedule datacould be implemented several different ways, as previously discussed. Inthe embodiment depicted by FIG. 4, the distance D between LaLb and asite position (e g., L1, L2 of FIG. 2 for site 1) is computed, as in422. The distance D is compared to a distance threshold DT (e.g., 25 m,50 m, 100 in, 150 m, etc.) to determine if PWD 180 is present at thesite. If not, distances to other site positions in the schedule arecomputed as the method returns to 422. Although not illustrated here,central processor 165 could include logic such that only those siteswithin an appropriate time window are considered, as previouslydiscussed.

If the computed distance D is less than distance threshold DT, then PWD180 is considered to be present at the site under consideration (“Y” ofdecision block 424). Next, at decision block 426, the method proceeds to428 if a time threshold is to be considered. At block 428, centralprocessor 165 computes the period during which PWD 180 has been presentat the site under consideration. Although not depicted in FIG. 4, block428 entails receiving one or more additional coordinate pairs LaLb forthe position of PWD 180, computing the distance D to the site underconsideration, and comparing D to the distance threshold DT to determineif PWD 180 is still present at the site. If PWD 180 is determined to bepresent at the site for a period greater than the time threshold, as inthe “Y” branch of 430, the site visit is considered confirmed. If thetime threshold is not satisfied, as in the “N” branch of 430, the sitevisit is not considered confirmed and the method returns to 422 forconsideration of other sites in the schedule.

If the time threshold is satisfied (“Y” of block 430), or if a timethreshold is not to be considered (“N” of block 426), a confirmation ofthe site visit is stored at 432. If monitoring is not yet complete (“N”of decision block 434), the method returns to block 404 for acquisitionof additional location data. If monitoring is complete (“Y” of decisionblock 434), a summary report is prepared at block 436.

A location visit details service is now disclosed for a wireless carrierto track service personnel in order to prepare a service person trackreport. Referring back to FIG. 1, one of several available localizationtechniques (e.g., TDOA, AOA, 7; TDOA/AOA, LPM, GPC, and so forth) isused by location system 155 to compute a location for a PWD 180 carriedby a service person. In this embodiment of the invention, locationsystem 155 polls (initiates a call with) PWD 180 on a periodic basis,such as every 1 minute; 2 minutes; 3 minutes; 4 minutes; 5 minutes; 10minutes; 15 minutes; 20 minutes; 30 minutes; 40 minutes; 50 minutes; or60 minutes. Other periods for polling could be selected. Each time PWD180 is polled, a location is computed by localization system 155.

The location is passed from location system 155 to central processor165, which organizes the location data into position and time datapairs. The time data, which might include a date, is supplied either bylocation system 155 or by central processor 165, which might have itsown internal clock.

In a first embodiment, central processor 165 accesses a database inorder to convert the coordinate pairs (the position data could belatitude/longitude or X-Y Cartesian pairs) to street addresses, such asgeographic information system (GIS) database 160.

In a second embodiment, central processor 165 need not performconversion of the coordinate pairs because they are going to be providedwithout corresponding street addresses. In this second embodiment,subscriber 185 can perform such a conversion it is desired.

Once the monitoring period is complete, central processor 165 can passthe aggregated position data, time data, and street address data (if aconversion was made) to a report generator module 170. Report generatormodule 170 prepares a service person track report including the detailsfor that service day. The service person track report could betransmitted to subscriber 185 in various manners, including paper mail,e-mail, the Internet, and so forth. Alternatively, the aggregatedposition data, time data, and street address data (if a conversion wasmade) could be transmitted (via paper mail, e-mail, the Internet, etc.)to subscriber 185, which could maintain its own report generator module170 (not shown) for creating the track report.

Having described the general operation of an exemplary system for alocation visit details service, it should be appreciated that thevarious components discussed above represent a functional allocation oflogical points in the system. In other words, these components couldeasily be combined or further subdivided without departing from thespirit and scope of the invention. For example, report generator module170 central processor 165, and location system 155 could easily becombined to be part of MTSO 130.

The service person track report could be used by subscriber 185 forpreparing a bill. For example, if the track report indicates that aservice person was present at 75 Ninth Street for 2.25 hours, thecustomer is billed accordingly. Alternatively, the service person trackreport can be used to gather efficiency statistics on the service personor on a group of service persons. Subscriber 185 can compute the averagetime to install a carpet, clean a carpet, install a cable box, and soforth, for both individuals and the workforce as a whole.

Additionally, it should be noted that this embodiment of the invention(service visit details) could be combined or integrated with theprevious embodiment of the invention (service visit confirmation). Inthis combined embodiment, a schedule of predetermined visits 175 isinput to central processor 165. Central processor 165 compares receivedlocation data to the schedule, as previously described, in order toconfirm whether site visits have been made. According to this combinedembodiment, central processor 165 would, additionally, store thelocation data and convert it to street address data. This way, centralprocessor 165 would store both confirmation data and track details datato permit the generation of a combined track and confirmation report.

An exemplary service person track report is depicted by FIG. 5. Theservice person track report of FIG. 5 could be overlayed onto a map toprovide context.

The combined embodiment discussed above (site visit confirmation andsite visit details) could be presented as a combination of FIG. 3 andFIG. 5. For example, the site visit confirmation data (of FIG. 3) couldbe presented in a window adjacent to the site visit details data (ofFIG. 5). Alternatively, the combined report might be presented in theformat of FIG. 5. Tracking data for each location computed for PWD 180would be presented as in FIG. 5. Additionally, the street address pointscorresponding to the schedule of predetermined sites would be includedon the display. Where a site visit confirmation was made, the streetaddress point will be underscored, color-coded, or otherwise marked foremphasis. Street address points corresponding to sites that were notconfirmed may be emphasized in an alternative fashion.

FIG. 6 is an exemplary flow diagram according to an embodiment of theinvention for providing site visit details for a service person. Awireless device is provided to a service person, as in 600. Locationdata describing the location of the wireless device is provided at 610.As previously discussed, location data could be based on the variouslocalization techniques including TDOA, AOA, TDOA/AOA, LPM and GPS. At620, the location data is organized into time and position data pairs.At 640, the position data may be converted to street addresses. Step 640may be skipped, as discussed above. At 650, a track report is generatedfor the subscriber.

Having described methods and apparatus for a site visit confirmationservice and a site visit details service, it should be apparent to theartisan of ordinary skill that numerous advantages flow from theinvention. The location visit confirmation service permits a subscriberto confirm scheduled site visits in a manner that is accurate andindependent of the service person. Additionally, the confirmation islargely automated and places little burden on the subscriber homeoffice, the service person, and the customer. Moreover, the serviceenables the identification of missed appointments and the identificationof problem employees without depending on customer complaints. Thus,problems can be addressed before customer complaints are lodged andgoodwill is lost. The location visit details service includes the aboveadvantages. This service also has the advantage of providing a summaryreport can be used for preparation of bills or for gathering statisticson efficiency.

Embodiments of systems and methods for have been described. In theforegoing description, for purposes of explanation, numerous specificdetails are set forth to provide a thorough understanding of the presentinvention. It will be appreciated, however, by one skilled in the artthat the present invention may be practiced without these specificdetails. Additionally, in the foregoing detailed description, thepresent invention has been described with reference to specificexemplary embodiments. These specific embodiments are intended toexemplary only and, accordingly, the present specification and figuresare to be regarded as illustrative rather than restrictive.

1. A system for tracking service personnel, comprising: a portablewireless device; location identification means for acquiring locationdata of the portable wireless device; a processor at a wireless serviceprovider for converting positions based on the location data tocorresponding street addresses using a database for convertingcoordinate pairs to street addresses; a schedule containing one or moreentries corresponding to predetermined visit sites, each entry in theschedule corresponding to a location to be visited, wherein at least oneentry in the schedule comprises a visit duration parameter; at least onethreshold associated with at least one parameter corresponding to avisit to a location, wherein the at least one threshold comprises a timeduration threshold and wherein one of the at least one parameters isduration of the visit; means for determining an actual time duration ofa visit to a particular location; means for comparing the actual timeduration with the visit duration parameter associated with the locationin the schedule; means for confirming the visit if the differencebetween the determined time duration and the time duration parameter isless than or equal to the time duration threshold; and means forgenerating a service person track report based on the correspondingstreet addresses and the threshold.
 2. A system for tracking servicepersonnel, comprising: a portable wireless device; locationidentification means for acquiring location data of the portablewireless device; a processor at a wireless service provider forconverting positions based on the location data to corresponding streetaddresses using a database for converting coordinate pairs to streetaddresses; a schedule containing one or more entries corresponding topredetermined visit sites, each entry in the schedule corresponding to alocation to be visited, wherein at least one entry in the schedulecomprises at least a time-of-day parameter; at least one thresholdassociated with a parameter corresponding to a visit to a location,wherein the at least one threshold comprises a time-or-day threshold;means for determining an actual time of day of a visit to a particularlocation; means for comparing the actual time of day with thetime-of-day parameter associated with the location in the schedule;means for confirming the visit if the difference between the actual timeof day and the time of day parameter is less than or equal to thetime-of-day threshold; and means for generating a service person trackreport based on the corresponding street addresses and the threshold. 3.A system for tracking service personnel, comprising: a portable wirelessdevice; location identification means for acquiring location data of theportable wireless device; a processor at a wireless service provider forconverting positions based on the location data to corresponding streetaddresses using a database for converting coordinate pairs to streetaddresses; a schedule containing one or more entries corresponding topredetermined visit sites, each entry in the schedule corresponding to alocation to be visited; at least one threshold associated with aparameter corresponding to a visit to a location, wherein the at leastone threshold comprises a distance threshold; means for determining adistance difference between a particular location actually visited and alocation associated with an entry in the schedule; means for confirmingthe visit if the distance difference is less than or equal to thedistance threshold; and means for generating a service person trackreport based on the corresponding street addresses and the threshold. 4.A system for tracking service personnel, comprising: a portable wirelessdevice; location identification means for acquiring location data of theportable wireless device; a processor at a wireless service provider forconverting positions based on the location data to corresponding streetaddresses using a database for converting coordinate pairs to streetaddresses; a schedule containing one or more entries corresponding topredetermined visit sites, each entry in the schedule corresponding to alocation to be visited; at least one threshold associated with aparameter corresponding to a visit to a location, wherein the at leastone threshold comprises a distance threshold; means for determining adistance difference between a particular location actually visited and alocation associated with an entry in the schedule; means for confirmingthe visit if the distance difference is less than or equal to thedistance threshold; means for determining at least one additionaldifference distance between the actual location visited and a locationassociated with at least one additional entry in the schedule; an meansfor confirming the visit if each of the additional difference distancesis less than or equal to the distance threshold; and means forgenerating a service person track report based on the correspondingstreet addresses and the threshold.
 5. A method for tracking servicepersonnel, comprising: providing a portable wireless device to a serviceperson; acquiring location data of the portable wireless device;converting positions based on the location data to corresponding streetaddresses using a database for converting coordinate pairs to streetaddresses; creating a schedule containing one or more entriescorresponding to predetermined visit sites, each entry in the schedulecorresponding to a location to be visited, wherein at least one entry inthe schedule comprises a visit duration parameter; selecting a thresholdassociated with a visit to a location, wherein the threshold correspondsto a time duration; determining an actual time duration of a visit to aparticular location; comparing the actual time duration with the visitduration parameter associated with the location in the schedule;confirming the visit if the difference between the actual time durationand the visit duration parameter is less than or equal to the threshold;and generating a service person track report based on the correspondingstreet addresses and the threshold.
 6. A method for tracking servicepersonnel, comprising: providing a portable wireless device to a serviceperson; acquiring location data of the portable wireless device;converting positions based on the location data to corresponding streetaddresses using a database for converting coordinate pairs to streetaddresses; creating a schedule containing one or more entriescorresponding to predetermined visit sites, each entry in the schedulecorresponding to a location to be visited, wherein at least one entry inthe schedule comprises a time-of-day parameter; selecting a thresholdassociated with a visit to a location, wherein the threshold correspondsto a time of day; determining an actual time of day of a visit to aparticular location; comparing the actual time of day with thetime-of-day parameter associated with the location in the schedule;confirming the visit if the difference between the actual time of dayand the time-of-day parameter is less than or equal to the threshold;and generating a service person track report based on the correspondingstreet addresses and the threshold.
 7. A method for tracking servicepersonnel, comprising: providing a portable wireless device to a serviceperson; acquiring location data of the portable wireless device;converting positions based on the location data to corresponding streetaddresses using a database for converting coordinate pairs to streetaddresses; creating a schedule containing one or more entriescorresponding to predetermined visit sites, each entry in the schedulecorresponding to a location to be visited; selecting a thresholdassociated with a visit to a location, wherein the threshold correspondsto a distance; determining a difference distance between an actualvisited location and a location associated with an entry in theschedule; confirming the visit if the difference distance is less thanor equal to the threshold; and generating a service person track reportbased on the corresponding street addresses and the threshold.
 8. Amethod for tracking service personnel, comprising: providing a portablewireless device to a service person; acquiring location data of theportable wireless device; converting positions based on the locationdata to corresponding street addresses using a database for convertingcoordinate pairs to street addresses; creating a schedule containing oneor more entries corresponding to predetermined visit sites, each entryin the schedule corresponding to a location to be visited; selecting athreshold associated with a visit to a location, wherein the thresholdcorresponds to a distance; determining a difference distance between anactual visited location and a location associated with an entry in theschedule; confirming the visit if the difference distance is less thanor equal to the threshold: determining at least one additionaldifference distance between the actual visited location and a locationassociated with at least one additional entry in the schedule;confirming the visit if each of the additional difference distances isless than or equal to the threshold; and generating a service persontrack report based on the corresponding street addresses and thethreshold.